POSITION IDENTIFICATION
TITLE Supervisor, Dispatch
CLASSIFICATION NUMBER 5420
GRADE 26
CLASSIFICATION Nonexempt
Immediate Supervisor Manger, Dispatch
General Function
The Supervisor, Dispatch provides leadership, coordination, and administrative oversight for University Safety Dispatch Services. This role ensures the 24/7 operation of the communications center by managing personnel, technology, and operational procedures that support the safety and security of the university community.
The Supervisor develops and maintains annual work schedules to ensure full shift coverage, processes time-off and vacation requests, manages payroll submissions, and monitors leave usage and FMLA compliance. They oversee quality assurance by conducting monthly reviews of dispatch operations, evaluating employee performance, and maintaining up-to-date files, forms, and manuals.
The position administers and monitors university alarm and communication systems, coordinating maintenance, troubleshooting system issues, and training staff on new features or building integrations. The Supervisor also manages audio and video evidence requests—conducting or assigning searches, maintaining accurate dissemination logs, and providing testimony when required.
This role plays a key part in employee development, leading training programs for dispatchers, campus safety personnel, and supervisors. The Supervisor provides ongoing coaching, constructive feedback, and formal evaluations to support employee growth and accountability. They develop and audit training manuals, administrative manuals, and Standard Operating Guidelines (SOGs) annually, contributing to updates and new policy development.
The Dispatch Supervisor maintains operational readiness through effective equipment management and supply coordination, ensuring all systems and resources are functioning properly. They serve as the representative for University Safety Dispatch at campus events, student orientation programs, and interdepartmental meetings when the Manager is unavailable, and acts as the on-call point of contact for employee assistance and operational issues after hours.
Through consistent communication, mentorship, coaching, and accountability, the Supervisor, Dispatch fosters a professional, motivated, and service-oriented team environment that upholds the department’s mission of safety, reliability, and excellence in service delivery.
Minimum Acceptable Qualifications
Education: A high school diploma or equivalent is required; a bachelor’s degree is preferred.
Experience: Three years of experience in a communications or 9-1-1 dispatch center, alarm monitoring, or related emergency communications environment is required. Experience in supervision, training, or quality assurance is required. Additional experience in receiving, evaluating, transmitting, and monitoring emergency requests via telephone, radio, or other communication systems is preferred.
Certification and Training: Communications Training Officer (CTO) certification is required or must be obtained
within twelve months of employment.
Successful completion of Incident Command System (ICS) 100 and 200 and National Incident
Management System (NIMS) 700 and 800 training is required or must be completed within
one year of appointment.
Skills: The ability to remain calm, courteous, and effective while managing stressful or prolonged
incidents is required. Must be able to assess situations accurately, exercise sound
judgment, and determine appropriate courses of action during emergencies.
Proficiency in computer use, keyboarding, and software systems such as computer-aided
dispatch (CAD), video monitoring, and automated records management systems is required.
Knowledge of two-way radio systems, telecommunications devices for the deaf (TDD),
digital video and recording systems, and a digital radio system is required.
Strong verbal and written communication skills are required, as well as the ability
to organize information, maintain accurate records, and complete projects on time.
An ability to learn and retain knowledge of university policies and procedures, campus
geography, and building locations is required.
Effort: This position is designated as essential personnel and is required to report to work during severe weather or other university closures. The role may require work during nights, weekends, and holidays. Overtime may be required to meet staffing or operational needs.
Other:
Visual acuity sufficient to accurately and reliably monitor and process information
from multiple video screens and computer monitors is required.
Essential Duties and Responsibilities
1. Provides leadership and supervision for dispatch operations by overseeingthe daily operation of University Safety Dispatch Services to ensure continuous, 24/7 coverage as well as supervises dispatch personnel by coordinating work schedules, granting leave, approving time sheets, monitoring attendance, and ensuring adequate staffing for all shifts, conducts performance evaluations, provides coaching and feedback, and maintains a positive, professional team environment focused on service excellence.
2. Administers scheduling, payroll, and leave management by designing and maintaining annual work schedules to ensure consistent staffing, processes time-off and vacation requests, tracks overtime, and monitors leave and FMLA usage to ensure compliance with university policy as well as submits payroll for all dispatch personnel accurately and on time.
3. Oversees training and professional development by developing, delivering and administering initial and ongoing training programs for dispatchers and campus safety personnel, ensures employees meet all certification and continuing education requirements, maintains and audits training manuals, administrative manuals, and dispatch reference materials annually as well as promotes professional growth through mentorship, skill-building, and participation in training opportunities.
4. Maintains and monitors communication and alarm systems by serving as
system administrator for computerized dispatch, alarm monitoring, and video surveillance systems, monitors system performance, coordinates maintenance and repairs, troubleshoots technical issues and programs new alarm accounts, tests system functionality, and trains staff when new buildings or features are added, as well as ensures timely reporting and documentation of system issues and updates.
5. Manages audio and video evidence requests by overseeing the processing
of video and audio requests by conducting or assigning searches, ensuring accurate retrieval, documentation, and dissemination to authorized personnel or departments, maintains secure archives and provides testimony regarding the accuracy and handling of evidence when required.
6. Ensures compliance and quality assurance by conducting monthly quality assurance reviews of dispatch operations, including radio and telephone performance, documents and evaluates employee performance, updates departmental forms, and ensures adherence to policies, Standard Operating Guidelines (SOGs), and regulatory requirements as well as participates in the annual SOG audit and contributes to the development and revision of procedures for approval.
7. Maintains accurate documentation and records by ensuring dispatch logs, alarm reports, and operational records are complete, accurate, and up to date as well as maintains records of radio/telephone communications, key control, building logs, vehicle permits, lost, and found items, escort services, and daily incident summaries.
8. Supports campus safety operations by assisting in receiving and dispatching emergency and non-emergency calls for service by determining critical information, prioritizing responses, and coordinating with appropriate departments and agencies, monitors scanners, weather systems, and alarm networks to identify incidents impacting campus safety and activates emergency systems, such as the Tornado Warning System, when necessary.
9. Represents dispatch services and provides customer support by serving
as the representative for University Safety Dispatch at campus events, student orientation (SOAR) presentations, and interdepartmental meetings when the Manager is unavailable, provides courteous and professional assistance to faculty, staff, students, and the public by locating individuals for emergency notifications, registering vehicles and bicycles, issuing keys or building permits, and responding to inquiries.
10. Maintains equipment and supplies by administering dispatch equipment and technology, ensuring all systems, radios, and recording devices are operational, makes recommendations on repairs, replacements, and upgrades as needed and tracks inventory and forwards supply requests to the Manager for approval.
11. Supports policy development and departmental goals by assisting in developing and updating department manuals, administrative guides, and SOGs to ensure consistent, clear, and accessible reference materials for employees and contributes to department goals and strategic initiatives that promote operational efficiency and service excellence.
12. Maintains professional competence and compliance by remaining current in dispatch procedures, emergency management practices, and university policies through professional reading, training, and networking and completes all required certifications and continuing education while always maintains confidentiality regarding departmental operations and sensitive information.
13. Performs related duties as assigned including the duties of the Dispatch Specialist when needed and fulfills other responsibilities to support the overall success of the Office of University Safety.
Supervision
The Supervisor, Dispatch, supervises Dispatch Specialists and Leads.
OFFICE OF HUMAN RESOURCES
REVISED NOVEMBER 2025
